Customer Service Administrator

6 months ago

Minworth, United Kingdom Great Bear Full time

**Company Description**
Following years of accelerated growth Culina Group is now a £2.2billion+ turnover business, employing over 22,000 staff, with a fleet of more than 5,000 vehicles. Culina Group operates from over 100+ depots across the UK and Ireland, serving more than 1,000 clients over its framework of chilled, ambient, contract packaging solutions and fresh and baked goods.

Company Overview

**Great Bear** (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thriveA place where you're valued, challenged, and inspired
**Job Description** Shift Pattern: Any 5 in 7 Days Rotating**

**Salary: £25,000**

We are currently seeking a Customer Service Administrator to join our Customer Service team at our Minworth site. As a Customer Service Administrator you will support the day to day operational requirements, covering Stock Administration within the depot, Customer Service support for live issues and maintain the return of PODs in line with agreed KPIs. To offer outstanding customer service in a face paced friendly environment and providing a continuous professional dedicated service.

**Job responsibilities of a Customer Service Administrator include**:

- Ensure a positive client experience through high quality service and communication
- Monitor the accurate receipt of sales orders, ensuring they are available to the operational teams within agreed timeframes
- Maintaining contact between clients, hauliers, depots and delivery points to resolve live delivery or stock issues
- Dealing with day to day queries relating to failed/rejected deliveries and locating stock within the wider GBD/haulier network
- Creating and maintaining Non Delivery KPIs and communicating failures and discrepancies to all stakeholders
- Maintaining delivery point master data across all GBD systems to ensure EDI messages are processed correctly
- Reading and providing telematics to clients and delivery points, where delivery is disputed
- Problem solving for client, customer and internal departments
- Reconcile goods to inbound/outbound paperwork
- Management of warehouse floor checks, stock takes and returns
- Completing stock trace recall exercises and providing mass balances to clients
- Investigating discrepancies and processing dispute procedures
- Dealing with all POD queries
- Obtaining, debriefing and scanning/uploading of all PODs onto GBD systems in a timely manner
- Escalating any instances of orders where no POD is available to trigger the creation of LO

**Qualifications**
As a Customer Service Administrator you will possess the following skill, experiences and qualifications:

- Passion for delivering an exceptional customer service experience
- Excellent attention to detail and accuracy skills, organised, clean and tidy approach to work
- Ability to communicate effectively and professionally at all levels
- Ability to solve problems methodically and actively seek resolutions
- Conscientious and reliable with adaptable attitude
- PC literate and experience in MS Excel and Outlook
- Self-starter, ability to work using own initiative
- Ability to work in a fast paced environment.
- Able to manage own work load effectively and prioritise

**Additional Information**
As part of our drive to make Great Bear a great place to work, we are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our people are the driving force behind our success, which is why we offer a wide range of benefits which include:

- ** Annual Leave** - Competitive holiday entitlement.
- ** Pension scheme - **We want colleagues to enjoy a comfortable retirement so we offer a** **great contribution of 4% employee and 4% employer.
- ** Life Assurance**:

- x2 your annual salary.
- ** Wellness - **Via our Employee Assistance Programme** **we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year.
- ** Eye Care Vouchers -** We can provide you with substantial savings with free eye tests and discounts on prescription glasses.
- ** Reward & Recognition -** We recognise that employees have gone the extra mile via Employee of the Month and Year, special recognition and long service awards.
- ** Everyday discounts** - via our benefit platform you will have access to over 50 retailer discounts for everyday savings

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